Tag: Social Media for Customer Service

I’ve said it at least a hundred times in my keynotes: A simple snafu can land you on YouTube. Companies and employees must be mindful of the fact that any and every action, every word, and every slip up can be captured on video and posted for the world to see. Take a look at this video showing a FedEx driver tossing a flat screen computer monitor over a customer’s fence. Surely he knew better than that.

The customer says he was home and all the FedEx guy had to do was ring the doorbell. Now the customer has to return the monitor because it’s cracked. This video has received more than 5 million views. Personally, I’m impressed with the customer’s high definition video camera.

Remember friends, a simple snafu can land you on YouTube and then you’ll have to spend months in damage control. Treat customers like you would want to be treated. That’s all you have to do.

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Learn how to engage consumers in social media for customer care. Former Director of Digital Care for Comcast, Frank Eliason, discusses Comcast’s social customer service strategy.

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you…a live web event (October 5th) “Social Customer Service” designed to position companies to use social media for customer service engagement. Simply click this link to see what it’s all about.

Like this:

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you…a live web event (October 5th) “Social Customer Service” designed to position companies to use social media for customer service engagement. Simply click this link to see what it’s all about.

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Comcast has been slammed in social media with viral videos, unflattering tweets and hard-hitting blog posts. But the company fought back and is now the pinnacle of “social customer service.”

Recently, I moderated a social media panel for the Society of Consumer Affairs Professionals and I was honored to have a member of the Comcast Social Media Team on the panel. I, along with my audience, was blown away with the effectiveness of the Comcast social media strategy. From my insightful panel discussion, here’s how Comcast is getting social media right.

Comcast has “Digital Detectives” who scour social media for consumer comments and complaints.

Comcast has made social media monitoring a full-time job. Digital Detectives don’t limit themselves to Twitter. They monitor blogs, forums, FaceBook, Yahoo Comments and more. The objective is to go where customers are, listen, and to make things right for customers.

Comcast Actively Engages Customers

When a Comcast Digital Detective picks up a gripe, comment or compliment, they immediately reach out to the customer. It’s common to see “Anything I can help with?” on the Comcast Twitter timeline. This engaging opening lets customers know Comcast is listening and willing to help.

Comcast doesn’t simply redirect customers to their website like most companies in social media. They handle and resolve issues right in social media.

It’s very common to see a tweet from a company on Twitter that simply asks consumers to “Please contact our Customer Care Department at 800-xxx-xxxx for help on this.” This offers no real help for consumers. Comcast Digital Detectives, on the other hand, roll up their sleeves and get to the business of resolving the issues. Here is just one example of how Comcast gets right on the problem.

Today Comcast is one of the most respected and benchmarked companies when it comes to social customer service. Go where your customers are, listen, and jump in to help. When you do, you’ll engage customers, build loyalty and protect your online reputation.

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I love to see companies use social media to answer customer questions and deal with complaints. But companies can’t just setup a Twitter account or a FaceBook page and pop in every few days and read posts. If you don’t plan to or cannot manage your business social media communities 7 days a week, you’re not ready for social media as a tool for customer service. Case in point…

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you. Simply click this link to see what it’s all about.

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